Engineering Manager - Customer Care Technology (all genders)

at  Zalando

THE ROLE & THE TEAM

The Engineering Manager leads a cross-fucntional team of frontend, backend, Salesforce, and applied scientists focused on Zalando’s customer-facing self-help products. These products are critical to Zalando’s success, serving 50 million customers across 25 European markets. The team’s primary goal is to increase self-service capabilities and automation, empowering customers to resolve issues independently and efficiently handling millions of monthly queries. Success is measured by improved self-service rates, reduced contact volume, and increased customer satisfaction. The role involves collaborating with Product, Project Management, and process teams to build intuitive user interfaces and seamless customer journeys. The team works on high-scale consumer applications, driving innovation in AI and automation, and benefits from Zalando’s large engineering community and culture of personal development. The impact of this team’s work is highly visible to Zalando’s executive leadership.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

An Engineering Manager in this Customer Care product environment leads a team of 6-8 engineers with diverse skillsets (frontend, backend, Salesforce, and applied science). Reporting to the Head of Engineering, this role requires strong technical leadership to build scalable and reliable solutions. Key responsibilities include:

• Technical Leadership: Guiding the team in developing robust and scalable solutions, potentially leveraging AI-powered technologies and automation within the Salesforce ecosystem.
• Cross-Functional Collaboration: Working closely with product, project management, and process teams to deliver on strategic Customer Care initiatives. This requires effective stakeholder management.
• People Team Management: Leading and mentoring a team of engineers, fostering a collaborative and high-performing environment.
• Impact on Customer Journey: Focusing on building self-service solutions that improve the customer experience, making it seamless and intuitive for millions of users.
• Technology Focus: Working with market-leading technologies and approaches, including AI and Salesforce, to build innovative solutions.
• Strategic Contribution: Contributing to key Customer Care strategic initiatives and driving their technical execution. This includes building and scaling self-service solutions.